Contacts Overview

Contacts let you store and manage user data that your chatbot can access during conversations. Use contacts when a visitor should be treated as an identified user instead of an anonymous session.

{
  "external_id": "customer_12345",
  "user_id": "customer_12345",
  "email": "customer@example.com",
  "name": "Customer Name"
}

Contacts bridge the gap between anonymous visitors and identified users in your business system. Once linked, the chatbot can use the stored record for personalized responses and user-specific actions.

1. Create or sync contacts through the dashboard, API, import flow, or identity-verification workflow.
2. Verify the user's identity when they interact with the chatbot.
3. Match the verified user_id with the contact external ID.
4. Allow the chatbot to use approved contact fields during the conversation.
5. Keep the contact record synchronized with your source system.

Common attributes

• External ID
• Name
• Email
• Phone number
• Company
• Order or account reference
• Custom attributes used for routing